We have a vacancy for a Complaints and QA Consultant to be based at our offices in Cardiff with great development and career progession opportunities

• Deliver processes and systems to ensure that complaints are fully investigated and reach a fair and compliant outcome in accordance with regulation and ensuring that communication is aligned to L&G’s Customer Experience and Treating Customers Fairly policy.
• Pro-actively manage each complaint so that it is closed as “early resolution” or at the earliest opportunity if reportable, delivering a high standard of verbal and written communication to the customer (employer), IFA or Member.
• Maintain a robust audit trail of the complaint investigation, justification for the decision, and customer contact to be able to provide this evidence to FOS as required under regulations.
• Deliver a process for the classification of complaints so that root cause analysis can be produced, analysed and acted on and highlight ideas and recommendations for improving products or processes.
• Take responsibility for queries and referrals into the team ensuring that all necessary information is gathered so that an accurate response can be given promptly. Ensuring that all staff within LGIM Workplace DC Pension Operations are aware of the complaints process.
• Deliver the Complaints quality assurance methodology and procedures ensuring that a consistent, acceptable level of service is delivered to our customers. Providing feedback to individuals and team managers.
• Proactively evaluate and act on data trends in order to project future performance and the impact on quality and Treating Customers Fairly. Identifying training needs to develop staff and review operational processes.
• Develop and maintain product, process and regulatory knowledge in relation to the LGIM Workplace DC Pension business. Identify and share best practice from other areas with the team to improve service.
• Deliver processes & systems to ensure that all customer data is dealt with appropriately in accordance with legislation, in particular the Data Protection Act (1995), the Access to Medical Reports Act (1988) and Legal & General’s Confidentiality Policy

• Previous complaint handling experience is required
• Excellent attention to detail
• Strong letter writing skills
• Ability to adhere to strict deadlines whilst working with volume
• Excellent communication skills
• Good telephone skills
• Confident in dealing with customers over the phone
• Ability to convey information clearly and concisely
• Pension knowledge
• Good knowledge of regulatory processes such as FCA Complaint Handling.

Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, life assurance, 22 days’ (with potential to rise to 26 days) holiday, discretionary performance related bonuses, paid overtime, discounts at both a huge range of high street stores and our own great products, your hard work will be rewarded when you join us.

For further information please contact Christine.Mitchell@landg.com